Senior Business Analyst

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Job Summary:

Senior Business Analyst

Key Responsibilities:

• Collaborate with stakeholders to gather, define, and document business and technical requirements related to ITOM and CMDB.
• Lead initiatives related to CMDB modeling, data quality improvement, and configuration item (CI) lifecycle governance.
• Translate business requirements into clear, actionable functional and technical specifications.
• Analyze and optimize existing ITOM processes, including Discovery, Event Management, Service Mapping, and Orchestration.
• Work closely with technical teams (developers, architects, and platform admins) to ensure seamless delivery of CMDB and ITOM solutions.
• Facilitate workshops, meetings, and presentations with stakeholders and leadership teams.
• Support UAT and implementation of new solutions; validate data accuracy and business alignment.
• Monitor and track KPIs for CMDB health and ITOM platform performance.
• Ensure compliance with organizational policies and ITIL best practices.
• Identify risks, dependencies, and improvement opportunities within ITOM initiatives.

Required Skills & Qualifications:

• Bachelor's degree in computer science, Information Systems, or a related field.

• 5+ years of experience

  as a Business Analyst, with at least

  3 years focused on ITOM and CMDB

  .
• Strong understanding of ServiceNow or other ITSM/ITOM platforms.
• In-depth knowledge of CMDB design, CI classes, attributes, and relationships.
• Experience in ITIL frameworks and ITOM modules like Discovery, Service Mapping, Event Management, etc.
• Proficient in documentation (BRD, FRD, user stories), data analysis, and stakeholder communication.
• Familiarity with SQL or reporting tools for data validation is a plus.
• Excellent analytical, problem-solving, and interpersonal skills.
• Strong communication and presentation abilities.

Preferred Qualifications:

• ServiceNow CMDB or ITOM certification.
• Experience working in Agile/Scrum environments.
• Background in infrastructure or cloud services is a plus.